WhatsApp

Deliver order status updates through approved WhatsApp Business template messages to keep customers informed throughout the post-purchase journey.

Overview

You can send approved WhatsApp Business template messages for order, delivery, return, and refund updates with parcelLab.

With WhatsApp, you can use an additional mobile messaging channel for time-sensitive communications while keeping message content aligned with approved templates and customer consent requirements.

Messages are sent from your approved WhatsApp Business sender and can include dynamic order or return information (for example: tracking page links, order references, delivery updates, and return statuses), and approved media elements where supported.

Configuring WhatsApp Messages

The following sections describe the configuration required for sending WhatsApp notifications with parcelLab.

Customer Requirements

For the feature to work, we will need to receive information to complete the setup that includes:

• The WhatsApp Business sender that should be used.

• The trigger events that should send WhatsApp messages.

• The approved templates and languages required for each event.

• The placeholder values required by each template.

• The recipient phone number, opt-in, and eligibility data required for each market.

For more information on the scope and requirements for implementing WhatsApp messages, please contact your parcelLab representative.

Implementation Process

In this section, the next steps in the setup process are described.

After parcelLab has completed the implementation, eligible customers will receive WhatsApp messages from your approved WhatsApp Business sender when the journey trigger conditions are met.

The customer receives the approved template text with the dynamic values from the order, delivery, return, or refund event. If the template includes a link or button, the customer can use it to open the relevant resource (for example: tracking page).

Two-way WhatsApp conversations are not supported in parcelLab. Customer replies must be handled using your existing support platform or a dedicated WhatsApp solution.

Viewing WhatsApp Notifications in the parcelLab App

After WhatsApp messaging is enabled and messages are being sent, you can review WhatsApp communication records in the parcelLab App from the Communication module.

WhatsApp notifications are displayed with mobile messaging records in the SMS section, where you can search and filter sent WhatsApp messages.

From the communication record, you can preview the message and review details such as the related tracking, message type, recipient, and send status. This helps customer service and operations teams confirm whether a WhatsApp notification was sent for a specific event.